Loan Operations Specialist

The Loan Operations Specialist is responsible for resolving credit bureau corrections and disputes, triaging customer complaints, performing quality control reviews of new loan data input and post-boarding file maintenance on the core loan system. The role exists to ensure consumer credit information is reported correctly under the Fair Credit Reporting Act (FCRA), loan records are accurate, and departmental controls and reconcilements are evidenced and audit-ready.

Major Responsibilities:

• New Loan Data Input Quality Control: Perform detailed quality control reviews of newly booked loans on the core loan system (FIS IBS Insight), validating loan setup, terms, rate plans, payment structure, collateral and customer data against the executed loan documents and approval. Document exceptions, cross-check errors, and route corrections to the originating team for resolution within established timelines.

• File Maintenance Quality Control: Review post-boarding maintenance activity — modifications, renewals and extensions, interest rate changes, adjustable rate plan updates, tax and insurance escrow administration, and non-financial data changes — to confirm accuracy, appropriate authorization, and supporting documentation. Track error trends and report results to the Loan Operations Manager.

• Credit Bureau Corrections and Disputes: Receive, investigate and process credit bureau disputes and correction requests submitted through credit reporting agencies (eOSCAR), consumers, attorneys and regulatory agencies. Review loan records, payment histories and servicing notes to determine dispute validity, submit accurate responses and account-level corrections within FCRA regulatory timeframes, and maintain complete records of each investigation and outcome.

• Reconcilement Documentation: Prepare and document reconcilements associated with Loan Operations, including general ledger variance research, transaction variance (over/short) monitoring, and suspense and clearing account activity. Evidence preparer and review steps, escalate unresolved variances, and maintain reconcilement documentation to audit standards.

• Customer Complaint Triage: Assist with intake, triage and research of customer complaints affecting loan accounts. Gather account history and documentation, determine root cause, route to the appropriate business line or compliance partner, and document research, resolution and response within required complaint tracking timelines under the direction of the Loan Operations Manager.

• Controls, Procedures and Audit Support: Support compliance and control testing, draft and edit standard operating procedures (SOPs), respond to internal audit and examination requests, and assist with department training and cross-training on quality control and credit reporting processes.

• Works within established policies, procedures and regulatory timeframes; escalates exceptions and unresolved variances to the Loan Operations Manager.

• Determines the validity of credit bureau disputes and the appropriate correction, update or deletion to consumer credit reporting records.

• Researches and resolves complex customer and account issues.

• Communicates trends, root causes and recommendations to management to improve accuracy, efficiency and productivity within the department.

• Determines whether loan input and maintenance exceptions require correction, re-work or escalation, and identifies control gaps in the underlying process.

• Balances changing priorities and competing production deadlines while performing a variety of complex tasks with minimal supervision.

Education and Experience

• BS/BA College Degree

• 3-5 years of experience in a loan servicing, loan operations or loan documentation role required.

• Prior quality control, reconcilement or credit reporting experience preferred.

• Working knowledge of general Banking regulations pertaining to Loans (reg Z, fair lending, Fair Credit, etc.)

• Working knowledge of loan booking, maintenance and servicing on a core loan system; FIS IBS Insight experience

• Strong understanding of FCRA requirements and credit reporting standards; familiarity with eOSCAR dispute processing

• Ability to read and interpret loan documentation, account agreements, disclosures and account histories.

• Strong quality control, reconcilement and analytical skills, with high attention to detail.

• Ability to prepare clear written documentation, procedures and reporting for management and audit.

• Ability to handle sensitive and confidential consumer information.

• Ability to work independently while collaborating effectively with cross-functional teams.

• Proficiency with Microsoft Office applications, particularly Excel, Outlook and Word.

Working Conditions

• Must be able to work with minimal supervision and minimal errors.

• Work must be completed within established regulatory and departmental timelines without exception.

• Communicates directly with management, peers and business lines.

• Ability to work on-site 2-3 days per week.

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement.

Eastern Bank is an equal opportunity employer. All job applicants will be considered for employment without regard to race, color, religious creed, national origin, sex, sexual orientation, gender identity, genetic information, military service, age, ancestry, or disability.

At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If you’re excited about this role but your experience doesn’t fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU.